Coordinator - College Connections

Department: College Connections

General Statement of Job

The Coordinator of College Connections assists with the daily operations of the STC Call Center and supports institutional enrollment communication initiatives for South Texas College. The position oversees inbound and outbound student communication efforts, including call center operations, telemarketing campaigns, student inquiry management, and enrollment-related outreach activities designed to support recruitment, registration, financial aid completion, payment, and student persistence.

Specific Duties and Responsibilities

Essential Functions:

• Oversees the daily operations of the STC Call Center and ensures effective delivery of inbound and outbound student communication services.
• Supervises, trains, schedules, and evaluates Call Center staff district wide.
• Monitors call center performance metrics, phone queue activity, staffing coverage, and customer service standards to ensure operational efficiency and timely response to student inquiries.
• Coordinates inbound and outbound communication efforts related to admissions, registration, financial aid, payment, enrollment, and general student services.
• Assists in the coordination and implementation of telemarketing campaigns and enrollment communication initiatives designed to support institutional enrollment goals.
• Oversees institutional inquiry response processes for prospective students submitted through the college website and other communication platforms.
• Assists with the development and implementation of communication procedures, customer service protocols, and escalation processes to improve student experience and operational effectiveness.
• Collaborates with cross-functional departments within the Division of Student Affairs and Enrollment Management (SAEM), as well as other departments and divisions across the college, to coordinate enrollment communication efforts and student outreach initiatives.
• Assists with enrollment outreach efforts targeting continuing students who have not registered for upcoming semesters or completed financial aid requirements.
• Coordinates communication efforts for students at risk of being dropped for non-payment and supports reinstatement outreach efforts as needed.
• Utilizes institutional systems and communication platforms including Footprints, Gecko Talk, Mongoose Messaging System, Banner/Workday, and other systems to document student interactions, track outreach activities, and monitor communication effectiveness.
• Analyzes trends in enrollment to provide statistical data and reports as needed.
• Assists with the preparation of operational reports, communication metrics, call center analytics, and enrollment outreach data.
• Ensures compliance with institutional policies, FERPA regulations, and applicable federal and state regulations related to student communications and records management.
• Provides a positive, professional, and student-centered customer service experience.
• Conducts media interviews on behalf of the college to promote enrollment.
• Travels throughout the college district, as needed.
• Serves as Campus Security Authority.
• Performs other duties as assigned.

Required Education and Experience

• Bachelor's Degree required; Master's Degree preferred.
• At least three (3) years of professional experience in higher education, student services, enrollment management, call center operations, student outreach, customer service, or related areas preferred.

Required Knowledge, Skills and Abilities

• Familiarity with customer service operations and/or call center management
• Demonstrated experience coordinating student communication or outreach initiatives
• Demonstrated experience utilizing communication platforms
• Knowledge of enrollment management and student support processes
• Ability to analyze operational and communication effectiveness data
• Ability to manage multiple communication campaigns and priorities simultaneously
• Strong organizational and problem-solving skills
• Knowledge of Banner/Workday, Salesforce, Footprints, Geco Talk, Early Alert System, or similar systems preferred
• Excellent oral, written, presentation, and interpersonal communication skills.
• Strong computer skills with knowledge of Microsoft Office including, but not limited to, Word, Excel, PowerPoint, and Outlook, the Windows environment, and internet research skills.
• Maintains familiarity with the College's programs, policies, procedures and academic standards.
• Bilingual, English/Spanish.
• Ability to work independently as well as a team player within department and with others.
• Ability to work evenings and/or weekends as needed; willing to travel throughout the college district using own means of reliable transportation.
• Demonstrated commitment to achieving the vision and mission of South Texas College.
• Ability to read, analyze, and interpret professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of students, faculty, staff, and the general public.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Checks, Certificates, Licenses, and Registrations

• Security Sensitive position: all applicants are subject to a criminal background check under South Texas College policy.
• In addition, subject to a federal background check.
• Must have or qualify for a valid Texas driver's license and proof of liability insurance.

Physical Requirements

• Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force to move objects.
• Picking, pinching, typing, or otherwise working, primarily with fingers rather than with the whole hand as in handling.
• Perceiving the nature of sounds at normal speaking levels with or without correction.
• Ability to receive detailed information through oral communication, and to make the discrimination in sound.
• Ability to make rational decisions through sound logic and deductive processes.
• Expressing or exchanging ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.
• Sitting and standing particularly for sustained periods of time.
• Expressing or exchanging ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading.
• Moving about on foot to accomplish tasks, particularly for long distances or moving from one work site to another.

The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.